The trailer arrives on time. The refrigeration unit sounds normal. Then the receiver checks the shipment and refuses it. For a refrigerated carrier, that is when an ordinary delivery becomes a complicated question: did the product arrive outside its required conditions, what caused the problem, and does the policy respond? A unit’s display cannot answer all three. The stronger approach starts before the load moves. Get the instructions before you get the freight Ask for the shipment’s required temperature, operating mode, pre-cooling instructions and any special monitoring requirements in writing. Make sure the dispatcher, driver and shipper are working from the same instructions. If two documents disagree, resolve that conflict before accepting the load rather than choosing whichever setting seems reasonable. For covered food transportation, FDA’s sanitary transportation rule addresses equipment suitability, temperature controls, training and records. Its focus is food safety; it does not promise that every quality dispute is an insured loss. Applicability and exceptions matter, so a carrier should understand its particular responsibilities rather than assume every refrigerated commodity is treated identically. 1 Build a record that explains what happened A practical shipment file should connect the pickup instructions to the delivery evidence. Record the trailer and refrigeration-unit identifiers, condition checks, relevant temperature observations, seal information and any exception noted at loading. Keep monitoring data and maintenance records in a form the office can retrieve quickly. Do not confuse the refrigeration setpoint with a measurement of the actual product. Use the shipper’s approved procedures for checking and documenting conditions. If the freight already appears outside the agreed specification, raise the issue before departure and record the instructions you receive. A useful question for your team is: could someone who was not on this trip reconstruct it from the file? If the answer is no, improve the process before a disputed shipment forces the issue. Ask about the loss—not just the cargo limit “Do I have cargo insurance?” is too broad. Ask your agent to review the actual policy language for temperature-related damage, refrigeration breakdown, maintenance conditions, deductibles, commodity restrictions and any applicable endorsements or sublimits. Do not assume spoilage, rejection, delay and equipment failure mean the same thing under a policy. A receiver’s rejection is not, by itself, proof of covered physical damage. Coverage depends on the facts and the wording of the contract. When a delivery goes wrong Notify the appropriate shipper or broker contact and your insurer promptly. Preserve monitoring records, delivery notes and communications. Ask for the specific reason for rejection in writing. Coordinate mitigation, inspection and disposition through the appropriate parties; do not destroy evidence or agree to a settlement without understanding your obligations. The goal is not to produce more paperwork. It is to make the load’s story clear before people start disagreeing about it. Hauling temperature-sensitive freight? Ask Trux to review your cargo coverage against your actual commodities and operations. *Educational information only. Coverage varies by carrier, state, policy terms and circumstances. This article does not amend a policy or provide legal advice.* References - FDA: FSMA Final Rule on Sanitary Transportation of Human and Animal Food